Basis Technologies
Chicago, IL

Customer Onboarding Specialist

| Chicago, IL
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WHO WE ARE 
 
Centro delivers software and services to automate digital media operations for more than 1,000 leading agencies and brands. 
 
Our comprehensive ad tech platform, Basis, supports the planning, reporting, and financial reconciliation of direct, programmatic, search, and social media, all in one place. 
 
We are deeply committed to building software that will change the ad tech industry for the better and are equally dedicated to building an inclusive culture of highly motivated individuals who create a positive and supportive environment together. We invest in our culture and support our employees so they can do their best work. 
 
Centro is headquartered in Chicago, with beautiful offices also in Toronto, Dallas, Denver, and New York to name a few. Post-COVID, many of us will be returning to one of our offices (by choice, not requirement -- we believe results matter more than where they are produced). Our employees have the flexibility to work in one of our office locations, completely remote, or a hybrid of the two. Please note, we are hiring on a remote working basis only in the U.S. and Canada.
 
ABOUT THE TEAM
 
The Customer Onboarding team is the catalyst for getting our software clients up and running with our technology and comfortable navigating it in their day to day. Through our ‘raving fan’ service philosophy, we provide above-and-beyond support to thousands of advertisers, agencies and other media-buying professionals. Members of this team enjoy the opportunity to build strong partnerships focused on continual education and creating efficiencies in workflow with our clients. 
 
WAYS YOU’LL CONTRIBUTE
 
You will be responsible for providing on-site/in-person onboarding and training for Basis customers. You will act as a customer advocate and provide ongoing support post-training to make certain customers can fully adopt the platform and realize the benefits and values of Basis. You will contribute by:

 

  • Acting as a Basis onboarding and training subject matter expert working directly with customers pre and post training
  • Maintaining proficiency within Basis by remaining current on all product releases
  • Working with Sales and other internal stakeholders to facilitate kick-off calls in conjunction with the diagnostic process, to understand the customer business, Basis use case, KPIs and specific training requirements
  • Delivering Raving Fan service and continually operating from a customer first mind-set, anticipating the needs and training approaches required for a successful onboarding experience
  • Implementing the following deliverables as part of the onboarding program: Onboarding and implementation timelines, change management communication plans, customer training plans and module sequences for in-person and self-directed learning, post implementation training support and resources, and customer milestone benchmarks and KPIs
  • Hosting weekly check-ins and office hours post-training to help the customers fully adopt Basis which will include troubleshooting and support to activate campaigns, as well as demonstrating ways to leverage key functions and features within the platform
  • Transitioning customers to their Customer Success Manager through a seamless process led by the team manager(s) after onboarding and training
  • Being responsible for providing on-site/in-person onboarding and training for Basis customers
  • Acting as a customer advocate and providing ongoing support post-training to make certain customers can fully adopt the platform and realize the benefits of Basis
  • Supporting the needs of a diverse customer portfolio with the highest degree of professionalism
  • Creating and supporting a customer centric learning environment with the willingness to be patient and flexible
  • Supporting and positively contributing to Centro’s culture

 

WHAT YOU BRING TO THE TABLE

  • Experience with digital media strategy and ad operations, programmatic media/working within DSPs, abd software implementation or installation
  • Basis experience with the ability to remain proficient within the platform
  • Exceptional client facing skills with the capability to closely collaborate with internal and external teams to deliver an outstanding onboarding & training experience
  • High degree of comfort providing hands-on, in-person training for Basis - requires working with end-users with a variety of skillsets (media planning, programmatic, search, social, ad ops, analytics, etc.)
  • Must possess a customer centric mindset & willingness to help Basis end-users adopt and use the platform through consistent coaching and support
  • Assist in the development of training agendas and materials to support onboarding needs
  • Thrive in a fast-paced, performance-oriented environment
  • Operate with a high degree of accountability
  • Ability to travel up to 50%+

 

BONUS POINTS

  • Bachelor's degree or higher
  • Programmatic buying experience

 

 

ANYTHING ELSE? 
 
Don't think you have all the skills required for this role? That's okay, we recognize that experience can be built in many ways. If you have relevant skills that are not reflected in your resume, we welcome your candidacy and encourage you to share more in an optional cover letter, even if your experience doesn’t match our exact requirements.
 
LIFE WITH CENTRO 
 
We take care of our people and believe that Centro’s success depends on the growth and well-being of each one of our team members.
 
We provide a thoughtful perks and benefits package including competitive 401k/RRSP matching, mental health support, a funded health savings account, paid sabbatical, generous parental leave, a flexible work environment and time off policy, and more. 
 
We are proud to be an equal opportunity employer are committed to building teams of Centrons that are diverse in thought, perspective, and culture. We celebrate all team members regardless of gender identity, sexual orientation, race or cultural background, religion, disability, and age. Our employee-led communities enrich our culture of uniqueness, inclusivity, and empowerment. 

 

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What are Basis Technologies Perks + Benefits

Basis Technologies Benefits Overview

While our people work to change an industry, we reward them with industry-leading perks. It’s about making sure our employees feel happy, healthy, and fulfilled when they come to work.

Culture
Volunteer in local community
Centro offers each employee one day per calendar year to use for community work or volunteering opportunities. Local offices regularly organizes group volunteer activities for employees.
Partners with Nonprofits
Centro partners with local non-profit organizations to support various causes and to organize group volunteer events for employees.
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

An Insider's view of Basis Technologies

How would you describe the company’s work-life balance?

Instead of balancing work and life, it’s about blending the two. As a parent, I may need to leave for part of the day or before 5. Everyone here understands and I don’t feel guilty. Even if I’m not sitting at my desk from 9-5, my work and my team's work will still be done on time. Basis is giving me the opportunity to live the best life I can.

Matt

Senior Director, Financial Planning

What projects are you most excited about?

I'm excited about evolving our data integrations because it is through integrations that we can automate workflows for all major channels and enable machine learning to solve complex problems at scale! I love discovering what we can accomplish through the power of data, automation, and artificial intelligence. This is the present and the future.

Juan

Director, Product Management

How has your career grown since starting at the company?

I began my career at Basis Technologies in 2017 as an intern on the Research & Insights team. Since then, I have grown to become the Director of Research. I credit much of my success to the opportunities my manager has presented to me. She is an amazing mentor who challenges me and constantly encourages growth, which makes me thrive at Basis.

Maggie

Director, Research & Insights

How do you empower your team to be more creative?

One of the reasons the team is enabled to be more creative is that I don’t assume I know all the answers. I love an environment where team members come to a discussion to bounce ideas around and the magic as a path forward is co-created.

Joanna

EVP, Operations

Jobs at Basis Technologies
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